Guest Experience Host

Hilton Garden Inn Las Cruces•Las Cruces, NM

16h•$14 - $16

About The Position

Heritage Hotels & Resorts is seeking a dedicated Guest Experience Host to create meaningful, memorable, and personalized guest experiences from arrival through departure. The role delivers refined service, thoughtful storytelling, and attentive care, helping guests feel welcomed, valued, and connected to the property and the Heritage experience. The Host works with back-of-house teams to fulfill guest needs, provides recommendations about hotel offerings and local experiences, and helps ensure guest concerns are resolved in a way that exceeds expectations. The position also requires discretion with guest information, adherence to safety and security procedures, and a clean, professional appearance.

Requirements

High school diploma or equivalent.
0–2 years of guest-facing hospitality or customer service experience, or equivalent education.
Exceptional guest service skills and a passion for elevated guest experiences.
Strong interpersonal and communication skills, including the ability to engage confidently with guests and team members.
Emotional intelligence and the ability to anticipate and respond to guest needs.
Ability to remain professional and composed in a fast-paced environment.
Strong attention to detail and developing problem-solving skills.
Basic proficiency in, or ability to quickly learn, reservation systems, POS systems, and Microsoft/Google platforms.
Ability to stand for extended periods and lift, push, pull, and carry up to 25 pounds.
Flexible availability, including nights, weekends, and holidays.

Nice To Haves

Luxury or high-volume hospitality experience.

Responsibilities

Maintain positive and professional interactions with coworkers and guests.
Work with back-of-house teams to fulfill guest needs and requests.
Focus on guest experience and make decisions that exceed expectations, particularly when resolving concerns or complaints.
Welcome guests and articulate the property’s story, inspiration, and mindset.
Deliver refined, seamless service while protecting guest confidentiality and comfort.
Recommend hotel events, amenities, local attractions, restaurants, and experiences.
Maintain care and confidentiality when handling guest information.
Acknowledge special occasions and coordinate room upgrades and amenities when applicable.
Anticipate guest needs and provide proactive, thoughtful service.
Follow company safety and security policies and procedures.
Maintain a clean, organized work area and a professional appearance consistent with uniform and grooming standards.
Protect company assets and confidential proprietary, client, and guest information.
Perform other duties consistent with the position’s functions as needed at the property.